Exchange / Return Policy

EXCHANGE / RETURN POLICY

In order to exchange or return an item, you must meet the following conditions:

• The return must be requested and received by us within 14 days of the delivery date
• The item must be in its original, unused, unaltered and unwashed condition
• The item must be returned with the original tags and packaging
• There are no refunds on bags or accessories
• Masks are final sale

HOI BO reserves the right to reject returns which do not comply with our return policy. Returns that do not respect our policy may be sent back to the original shipping address at our discretion.

How to Initiate a Exchange / Return

As Hoi Bo adopts sustainable and eco-friendly practices, your package will not be shipped with any paper invoices or return slips. Instead, we ask that you request your return authorization number by emailing us at hello@hoibo.com. 

Exchanges in-store 

You are welcome to exchange your purchase in-store. Simply bring it back to us within 14 days of your delivery date and we will be pleased to help you with your exchange. 

Exchanges online

We are unable to offer exchanges online at this time, however we do accept returns. We ask that you return the original merchandise for a refund and proceed to place a new order for the appropriate item. 

Life/        /Life Policies

Please note that exchange policies for Life Life resale pieces differ from our regular collection.  
Bags & Accessories - no returns or exchanges.
Clothing - exchange only or store credit.

Refunds in-store

You are welcome to return your purchase in-store. Simply bring it back to us within 14 days of your delivery date and we will be pleased to help you with your return. 

Refunds online

A refund will be issued back to your original payment method within 5-10 business days of receiving your return. Once your refund has been processed, a refund confirmation will be sent to the email address provided at checking out. Your financial institution may require additional time to process the refund to your account. 

Please note that if you were subject to a customs fee, we are unable to refund this fee as this is charge and collected by your country’s tax office.

Please note that original shipping fees are not refundable and return shipping charges are the responsibility of the customer. 

Our online and in-store return policies differ - for details of our in-store exchange policy please send an email to hello@hoibo.com

** If you've received free shipping on your order but wish to return a product for a refund and your order total falls below the free shipping threshold after your return, then your refund will be less the cost of standard shipping.

Returns - Canada:       

• Return shipping charges for orders returned within Canada are the responsibility of the customer.  
• We recommend all returns be insured for the appropriate amount and be shipped back to us using a trackable service as we are not responsible for lost or damaged returns. 

• Return shipping charges (including any duties or taxes) for orders returned from the USA are the responsibility of the customer.                       
• All US returns must be shipped via US Postal Service (USPS), returns shipped via other services will incur brokerage fees and/or duties which will be deducted from the credit you will receive.                               
• Returned items must be declared as "Returned Goods" in the customs section of the return label, returns that are not properly declared may incur additional fees which will be deducted from the credit you will receive.   
• We recommend all returns be insured for the appropriate amount and be shipped back to us using a trackable service as we are not responsible for lost or damaged returns. 

Returns - International

• Return shipping charges (including any duties or taxes)  for orders outside of Canada are the responsibility of the customer.                                        
• Please ship your return via your Countries Postal Service (Royal Mail, Australia Post, EMS,etc.).                                
• Returns shipped via courier services such as FedEx, DHL, or UPS will incur brokerage fees which will be deducted from the credit you will receive.                                                                                                  
• Returned items must be declared as "Returned Goods" in the customs section of the return shipping label. Returns that are not properly declared may incur additional fees which will be deducted from the credit you will receive.                                                                   
• We recommend all returns be insured for the appropriate amount and be shipped back to us using a trackable service as we are not responsible for lost or damaged returns.